Requisition ID:
235110
Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.
Schedule
Monday to Friday 8:30am - 5:30pm | Saturdays 4 hours upon request
Purpose
Leads and oversees the team in the GBS- DR, ensuring business strategies, plans and initiatives are executed / delivered in compliance with governing regulations, internal policies and procedures.
Accountabilities
- Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Manages the quality and efficiency of unit operations and processing by:
- Completing all required management reviews, tracking results and effectively resolving issues.
- Leading the daily oversight of workloads, staffing & unexpected issues to ensure stability of processing and proactively planning, coordinate, assign, monitor as applicable.
- Completing daily and periodic management controls.
- Recommending and implementing corrective measures to prevent recurrence of errors/problem situations.
- Communicating policy, program and process changes and ensuring successful implementation.
- Establishing benchmarks and leading the analysis of appropriate tracking and trending to monitor accuracy, timeliness, compliance, efficiency (and improvement if required).
- Implementing changes to the operating procedures, processes and systems to increase efficiency and meet Bank requirements.
- Managing testing to ensure compliance to changes implemented.
- Reporting immediately any unusual occurrences or irregular or fraudulent activity, deficiencies, and trends to senior management or other business partners as appropriate for resolution.
- Reviewing general correspondence, returns and reports to ensure accuracy.
- Leads the delivery of customer service and/or service improvement initiatives within the unit by;
- Proactively recommending and actioning ways to improve level of service/support provided by the unit.
- Monitoring for quality assurance in the work performed & resolving issues identified.
- Leading team to achieve established service levels agreements and turn-around times.
- Leads the delivery of customer service and/or service improvement initiatives within the unit by;
- Supporting other units in response to business volume fluctuations and unexpected events.
- Partnering with other business partners to deliver excellence in customer experiences.
- Planning and leading service meetings and skill building sessions.
- Leveraging the tools and best practices to ensure the unit delivers excellence in customer service.
- Ensuring all communications from the team are professional, customer centric, clear and concise.
- Managing the expedient notification of processing delays to senior management or other Bank departments as appropriate.
- Escalating matters without precedent for resolution, which may include participation in meetings with other stakeholders to establish new policy or procedures.
- Maintaining the confidentiality of customer information.
- Contributes to the development and achievement of the unit's short and long- term business plan by:
- Actively providing input to the business planning exercise.
- Providing recommendations for staffing and expenses.
- Operating within assigned budgets.
- Providing recommendations for opportunities for service, cost and process improvements and implementing across the unit where necessary.
- Supporting business initiatives & managing the execution of business initiatives related to the unit.
- Maintaining tracking, trending and analysis to support business requirement requests (e.g. equipment, workload & vacation overrun staffing for peak periods)
- Monitoring and tracking the unit's contributions to goal and objective achievements.
- Participating in cross functional committees.
- Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which their team pursues effective and efficient operations of their respective areas in accordance with Scotiabank's Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviour; communicating vison/values/business strategy; and, managing succession and development planning for the team.
Education / Experience / Other Information
- College diploma/Bachelor's degree from an accredited institution and/or a minimum of 5 years of relevant working experience.
- Previous supervisory/management experience is required.
- English language skills at the Advanced level.
Location(s): Dominican Republic : Santo Domingo : Santo Domingo East